At Grandir UK, we are seeking a Service Desk Technician to join our growing internal IT team. This role is ideal for someone passionate about delivering excellent technical support and eager to grow within a supportive and dynamic environment.
Reporting to the Service Desk Team Leader, you will be responsible for providing first and second-line support to our nursery sites and central teams, ensuring swift resolution of incidents and service requests while maintaining high levels of customer satisfaction.
Core Working Hours: Monday to Friday - 8:30am – 5:30pm
Role Type: Hybrid, with the opportunity to work from home up to 2 days per week.
The purpose of the role
To provide responsive and effective technical support across the organisation, ensuring end users receive timely assistance and a positive IT experience.
What you will be doing
* Responding to and resolving incidents and service requests via phone, email, and our ticketing system.
* Escalating complex issues to the EUC Analyst or Infrastructure & Support Engineer as appropriate.
* Provisioning and configuring devices for new starters and replacements.
* Supporting end users with hardware, software, and connectivity issues.
* Maintaining accurate records and documentation of support activities.
* Assisting with onboarding of new technologies and systems.
* Contributing to the development and upkeep of our internal documentation platform.
* Monitoring ticket queues and ensuring SLAs and KPIs are met.
* Providing feedback and suggestions for service improvements.
* Supporting the wider IT team during project rollouts and site visits.
What we are looking for
You’ll be a proactive and customer-focused technician with a solid foundation in IT support. You’ll be comfortable handling a range of technical issues and communicating clearly with non-technical users. A willingness to learn and grow within the team is essential.
Essential qualifications & skills
* At least 1 year of experience in a technical support or service desk role.
* Strong troubleshooting skills across Windows devices, Microsoft 365, and common business applications.
* Excellent communication and customer service skills.
* Ability to manage and prioritise a dynamic workload.
* Experience using remote management tools and ticketing systems.
* Attention to detail and a methodical approach to problem-solving.
* Able to successfully pass an enhanced DBS check.
Desirable qualifications & skills
* Experience supporting multi-site organisations.
* Familiarity with device provisioning tools (e.g. Intune, Autopilot).
* Exposure to networking fundamentals and basic infrastructure support.
* Relevant certifications (e.g. CompTIA A+, Microsoft 365 Fundamentals).
* Degree or diploma in a relevant subject.
Join us and enjoy a host of attractive benefits including:
* Holiday 23 days plus bank holidays (3 days must be reserved for Christmas shut down).
* Generous discount on childcare.
* ‘Wellbeing Day’ – an extra day off each year, just for you, outside of your holiday allowance.
* Private Medical Insurance: Bupa or equivalent.
* 24/7 remote GP appointments.
* Healthcare cash plan - Claim cash back on medical procedures such as dental care and physiotherapy.
* Death in service policy.
* Employee Assistance Programme (EAP).
* Recommend friends and family to work for us and be rewarded with a cash bonus.
* Access to an employee benefits portal, which includes discounts at 100’s of online high street stores, turning points into cash.
* 'May I say thank you' for the month of May to appreciate the hard work and dedication of staff teams.
* Working for a business that has received 'Great Place To Work' certification, putting people at the core of what we do, reflecting our commitment to creating a positive and thriving environment for our employees. This accreditation aligns with our overarching mission to deliver high-quality childcare and education, fostering the growth of children into happy, smart, and healthy individuals. Placing children and families at the core of our efforts, we acknowledge that our dedicated teams play a pivotal role in delivering exceptional education and care.
Grandir UK is committed to safeguarding and promoting the welfare of children and young people and an enhanced DBS check will be required for this role.
We are an equal opportunity employer and select staff on merit, irrespective of age, disability, gender reassignment, marriage & civil partnership, race, sex, sexual orientation, religion or belief.